You may be wondering if custom fields used in tickets are searchable from the database.
Kayako uses different database tables to accommodate the custom field information. In a nutshell, there's no definite way to search through the database for the tickets based on a custom field value.
Instead, we recommend using Kayako Reports. Kayako features an inbuilt reporting mechanism that can be used to query the database using the standard Kayako fields and it also supports the search based on the custom field value. You can create your own report using Kayako Query Language (KQL).
KQL is the syntax used to define a report. KQL is used to specify the data you want to include in your reports and how the data should be displayed.
For example, you can get started by using the following sample query syntax:
SELECT 'Tickets.Ticket ID' FROM 'Tickets' WHERE CUSTOMFIELD('Tickets', 'customfieldname') LIKE 'fieldvalue'
To run this report, head over to Kayako Staff CP > Reports > New Report. To learn more about building reports in Kayako, visit the Introduction to Building and Running Reports article.